WFM Specialist

2+ years of experience with MS Excel or Sheets (including mathematical formulas, pivot tables, conditional formatting, data validation, nested IF statements, etc.). 2+ years of experience in Workforce Management, planning/scheduling, or operational leadership. 1+ years of experience in a 'customer-facing' role (even if the 'customer' is internal). 1+ years of experience using WFM tools (NICE, InContact, Five9, Verint, etc.) (Bonus). 1+ years of experience in real-time workforce analysis (Bonus).

Develop and drive schedule efficiency by aligning team members, forecast volumes, and arrival patterns to achieve service level commitments and efficiency targets. Build and adjust schedules in line with stakeholder requirements and employee considerations. Identify in real-time and anticipate reasons for target or SLA drops, efficiency challenges, opportunities and trends. Monitor/adjust queues and same-day staffing to ensure service levels, efficiency, and staffing needs are met. Serve as the primary point of contact for the internal support teams on intraday requests. Proactively communicate recommendations that provide improvements and/or solutions that support the overall good of the business. Collaborate with internal stakeholders to flag issues, resolve problems, and design/change schedules; able to adjust communication to the audience. Compliance with all applicable laws and regulations.